Routing

Distribute tickets equally with round robin and pull-based assignment

About Routing

Routing gives your support team a smarter way to handle ticket distribution. Round Robin assigns tickets in batches every minute, respecting agent limits and schedules. Playlist Button lets agents pull their next ticket with one click — no collisions, full audit trail in Explore. Use either or both.

What's included
      
      Round robin ticket assignment
    
      Pull assignment with Playlist Button
    
      Agent capacity and ticket limits
    
      Daily limits
    
      Queue prioritization by SLA or any ticket field
    
      Schedule-based routing
    
      Same agent (sticky) routing
    
      Group routing by percentage
    
      Dedicated support for organizations
    
      Agent availability reports
    
      Sound notifications
    
      APIs for custom integrations
    
Available on
Zendesk Marketplace
Free trial available